Google and Microsoft
Anthony Brown
Lisle,IL
Summary
At United Airlines, I excelled in providing exceptional customer service and efficient baggage handling, showcasing strong organizational skills and a knack for empathetic communication. My adaptability and teamwork led to improved operational efficiency and heightened passenger satisfaction, embodying the airline's commitment to excellence and safety in all aspects of passenger service. I was able to utilize my leisure travel benefits and fly to many destinations worldwide! Experienced with passenger service processes, including check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety. Professional with strong background in passenger services, adept at managing customer interactions and resolving issues efficiently. Skilled in coordinating with team members to ensure seamless operations and consistently meeting service standards. Known for adaptability, clear communication, and focus on delivering positive outcomes. A kind Customer Service Representative with considerable experience in airline and hospitality customer service. Adept at working in stressful situations with little to no supervision. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm!
Overview
34
34
years of professional experience
Work History
Customer Service Representative
United Airlines
07.1992 - 04.2024
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Escorted handicapped passengers from terminal to aircraft.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Monitored security and maintained operational protocols.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Announced flight status updates and information about gate changes over PA system.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Tagged baggage and routed to appropriate location for loading and screening.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
- Oversaw ticketing, gate and ramp services.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Processed customer payments and enforced compliance with financial regulations.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Education
No Degree - Travel And Tourism. Hotel Hospitalities.
College of DuPage
Glen Ellyn, IL 09.1987 - 05.1989
Skills
- Passenger assistance
- Customer service management
- Baggage handling
- Strong organization
- Public announcements
- Emergency procedures
- Check-in procedures
- Coordinating schedules
- Computer terminal operations
- Travel documentation
- Airline policies
- VIP support
Critical thinking
Travel planning
Technical support
Staff training
Data collection
Team development
Paperwork processing
Product knowledge
Microsoft outlook
Scheduling
Call center operations
Professional telephone demeanor
Payment processing
Coordination
Product and service solutions
Complaint handling
Business development
Conflict resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Achieved with more than a few certificates at my community college by completing travel and tourism courses combined with airline computer classes with accuracy and efficiency. I studied geography along with hotel front desk procedures while working in a Hyatt Hotel restaurant near the previous McDonald's corporate headquarters, and the old location of Hamburger University in Oak Brook, Illinois.
- Excelled with leadership by the means of effectively helping with the training of employees through the transitioning of the airline catering service division, from United Airlines over to Dobbs International. I worked for Dobbs briefly on three occasions. Once in the summer of 1994 when I was on furlough from United Airlines at O'Hare airport. Then I worked as an agent on the concourse for both companies at the same time, twice more from 1995 to 1997. Working for Dobbs International Services was my side hustle for four years, and it was United Airlines newest subsidiary company!
- Supervised a team of Customer Service Representatives as an Alternate Service Director at O'Hare Airport for United Airlines. I Upgraded to Service Director for a total of sixteen years, from august of 1999, until august of 2014! Then I went on to retire from the airline in 2024.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Affiliations
- United Airlines and College of DuPage.
Languages
English
Full Professional
Interests
Music, reading, entertainment, mainstream culture and all things high fashion Always an awesome storyteller with many new intriguing stories to tell I have been blessed with a vibrant personality I am also an avid downhill skier who is considered a World Traveler!
I want to become a multimedia journalist and a family assistant for The Kardashians and The Jenners! I am a left-handed writer with creative ideas, on my way to becoming an exceptional social media influencer for their team A visionary who is consistantly finding the strength to overcoming adversity I'm very photogenic savvy! This is my dream job
My wisdom is of all-around knowledge of the different music genres, with practical and theoretical studies of music My personal philosophy of life is to keep yourself entertained I love to sing songs and do an occasional imitation of a fictional character in a movie! My research of music has become philosophical by means of the video service, Spotify, for self-betterment!
Timeline
Customer Service Representative
United Airlines
07.1992 - 04.2024
No Degree - Travel And Tourism. Hotel Hospitalities.
College of DuPage
09.1987 - 05.1989